Services Specialist – Technical Support

Customer Support, including Aftersales and internal support to projects. This can include repairs (both returns and field), technical support or a field service or other service request Impacts departmental operations and responsible for planning/execution. The role has some autonomy but is focused on execution of activities within an operating discipline covered by standard functional practices and procedures.

Job Description

Roles and Responsibilities

• Own the resolution of post-sales technical customer issues. Level 1,2 Technical Support – Resolves post sales Technical Issues. As the technical depth required to resolve an issue increases, the level” of skill set increases. For some products 1 individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets.
• Developing in-depth knowledge of a technical discipline. Uses prior experience and acquired technical expertise to execute policy/strategy.
• In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members
• EHS, ensure work is conducted in compliance with applicable regulations and encourage accurate employee safety practices
• Responsible and accountable for creation of opportunities based on installed base, and market information.
• Fully responsible for PAC (Products Automation Control) solutions.
• Territory – Gulf Countries, Oman, UAE, Qatar, Iraq, Kuwait…
• Product Problems / Non-quality Issues: Take the lead in investigating and resolving product problems reported when requested by customers (L1). Support local actions required for resolution of major non-quality issues
• Product Management: Be aware of product obsoletions, new product availability etc. and provide appropriate customer support in line with regional strategy. Keep track of firmware upgrades, changes in product features etc. and participate in necessary local actions. Support customers vis-à-vis product literature needs.
• Fully responsible for repair/modification of products.
• Meet KPIs for customer requests resolution and product repairs time & quality (any level of complexity) as set by the business, and actively suggest on how to improve
• Support the region in providing advance technical support and be a trusted advisor to customers.
• Promote Maintenance service agreements (MSA) offering in coordination with the GA Service PL, co-owning plans, and actions with the goal of expanding our activities in the regions, segments, and accounts.
• Provide both external and internal timely, accurate, professional reports
• Collaborate and coordinate with Product Management, Technology, Global Supply Chain, and other divisions of the Product Line to provide them with quality inputs for any future improvements in our processes, products and solutions

Required Qualifications

• Minimum 6+ years in Applications/Engineering/commissioning of protection and control in transmission, distribution, industrial and power plants environments
• Hands on experience in GE products
• Electronics/Electrical Engineering degree (BS/MS) or equivalent with Experience in Energy/Utility Project environments, Experience with electrical Protection relays and Control systems (LV, MV & HV).
• Fluent English, both written and verbal.
• Must be independent in his line of work, dedicated team player with a sense of urgency and an ability to work to tight deadlines.
• Excellent interpersonal, communication and leadership skills with a strong customer focus and ability to cooperate with the different departments.
• Willingness and ability (car license) to travel.
• Significant amount of time ( min 30%) on customer site

Desired Characteristics

• Hands on experience in Digital Control systems
• Strong interpersonal and analytical skills to quickly understand and guide solutions to customer issues
• Strong problem-solving skills, with an emphasis on innovative and creative solutions that result in higher profitability, increased visibility & market penetration
• Strong written & verbal communication skills with both internal and external stakeholders
• Professional experience with customers within Gulf key regional utilities, Power Plants, industry, EPCs, OEMs and system integrators
• Proactive work style, Self-motivator, creative, high energy
• Established project management skills.